CI discovered out of sync with CMDB, how to report

[rickyticky]

ITIL says to produce an report of the CIs that are out of sync with the CMDB. We have differing opinions that it should be recorded as an Incident, some feel it is a Problem, or is it none of the above? Or even worse, whatever you want it to be.......

[UKVIKING]

It is a report.
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[rickyticky]

Okay, it is a report. So the event itself, the discovery does not get logged any place else but in the event repository and in the report?
Then the fix is recorded a change, correct?
Then if the event reoccurs for the same CI, or type of CIs then engage Problem Management to determine the root cause... Human, Procedural..

[UKVIKING]

Hmmm

let's see

You have a server that is a CI and one of the attributes says it is Win2K SP2 but lo and behold, the server is actually SP1 or SP3

Gee what do you do and who should do it

You have a Microsoft support department that should have some responsibility to put accurate data in the CMDB and to make sure it is up-to-date
You have a configuration manager who found out something is not what it is suppose to be

Hmmm.

Which ITIL process deal with making corrections, changes, etc to the CIs in the CMDB

Well DOH!! Change Management

So in order to get the records correct in the CMDB accurate, a change is most likely going to be raised

is it going to be an admin one ? depends ! what does your process for Config & Release & change say.. do you have an admin change process to deal with these as a individual or a grouping

is thuis going to be a patch / change to update the machine to what it should be or remove the patch it should nt have ? depends (again)
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter